Customer Service Technical Support

Abdulrahman Jama

571-***-**** ***********.****@*****.***

Professional Summary

Dynamic and resourceful desktop support professional with experience, with unique skills for top technical support performance in a variety of desktop operating systems, hardware parts, and IT network peripherals.

Skills

●Desktop and laptop repair

●Internal component installation

●Software library maintenance

●Antivirus solutions

●File transfers expert

●Mobile data devices installation

●Routing protocols knowledge

●Antivirus software

●Detail-oriented

●Strong communication skills

●Self-starter

●Focused

●Innovative thinker

●Patient

●Remote access

Work History

IT Support Tech December 2014- February 2015 OCTO Technician HIT2BS – Washington D.C

●Installed software and operating systems

●Resolved virus and malware issues

●Restored data, operating systems, files, documents and drivers.

●Trained both internal and off-site users in repairing and resolving technical recurring issues.

●Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.

●Installed system software, including non base line software.

●Repaired malfunctioning system components.

●Politely assisted customers in person and via telephone.

●Excellent support via remote apps such Bumgar, LogMein, team-viewer, GoToAssist

●Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

●Support and maintain any issue related to the Active directory policy, such as user and Computers

●End user support and service for PC and Mac

●Troubleshoot various problems at multiple government locations such as the Mayor of D.C’s office and D.C public schools

●Imaged laptops and installed the correct software a particular site would need.

●Worked in the Special Teams department taking care of every unique problem a location would face

Customer Support Specialist 05/2011 to 04/2014

Computer Service – Falls Church, Virginia

●Performed customer service duties.

●Handled customer computer problems to figure out diagnostic.

●Contacted customer about computer issues for repairing purposes.

●Provided troubleshooting to resolve specific software issues.

●Followed-up with customer to ensure service delivery satisfaction

●Resolved complaints filed by customers.

Tier 1 Network Administrator 07/2015-02/2016

Verizon - Ashburn, Virginia

●Manually created tickets for issues regarding Kaiser client or California Correctional Facilities (CCHCS)

●Escalated tickets to Tier 2 or 3 engineers

●Dispatch technicians to replace or fix broken devices at CCHCS locations

●Monitor call quality and call information at CCHCS centers

●Perform leadership duties by setting up bridge calls, collecting required resources to tackle the issue. Document the call in real time by recording it manually into a bridge timeline.

●Assisting technicians over the phone when they reach a location, run tests to see if a particular device is experiencing issues and deduce the problem if it is.

●Update all documents containing server or device information

CDW/ Freddie Mac Technician

Freddie Mac – McLean, Virginia (SHORT PROJECT) 10/3/2016- 10/7/2016

Assisted with soft phone troubleshooting issues

Monitored workspaces and took care of various customer complaints in all workplaces at the local office

Documented working phones and broken phones in all conference rooms in the building.

Telephone testing for long distance, local calls, voice mail, and making sure analog systems such as a fax were working correctly

ClearSom Technician

ClearSom- Falls Church, Virginia (SHORT PROJECT)

Dispatched to different locations in Washington D.C to assist with customer issues

PC refreshes at offices or schools in Washington D.C

Bank scanner replacement, equipment replacement services

Education

●High School Diploma, J.E.B Stuart High School, Falls Church, June 2011

●B.A. Information Cyber Security, George Mason University, Fairfax, VA - Present

Contact this candidate